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WE ARE HERE TO HELP

When you need to make an insurance claim, chances are you or someone who works for you has already been through an unpleasant and stressful situation. The last thing you need at this time is more stress to add to the equation.

At Armada we're here to help make the process of making a claim as simple and hassle free as possible. We pride ourselves on outstanding customer service and are supported by a national network of specialist insurance professionals and a 24/7 claims lodgment facility.

Our national Claims Service Team will attend to your needs with efficiency and care, ensuring that if urgent repairs are required, they will be attended to as a priority.

MAKE A CLAIM

HELPFUL HINTS

  • If you are involved in a motor vehicle accident, take all reasonable steps to secure your vehicle to prevent further loss, damage or liability (provided it is safe to do so).
  • Notify the police immediately if your vehicle or any of your property has been stolen or maliciously damaged.
  • Contact our Claims Service Team as soon as possible to allow them to issue you with a claim form and offer advice about the next steps you should take.
  • Supply us with as much information as you can about the accident, loss, theft or damage (including any written communication you have received from another party) to ensure we are armed with the knowledge we need to settle or defend your claim.
  • Notify us of any other insurance policies you may have that could cover the same loss, damage or liability.
  • Inform us immediately of any notice of impending prosecution or details of any inquest or official inquiry in relation to your claim or intention to claim.
  • Cooperate fully with us, including attendance at Court if necessary, to provide evidence should we need to defend a claim made against you or should we attempt to recover funds we have paid you from the party at fault.

WE TAKE CUSTOMER SERVICE VERY SERIOUSLY

At Armada Underwriting we are dedicated to offering the highest possible standard of customer service at all times.

Do not hesitate to contact us if:

  • You feel you have been offered anything less than first class service, or
  • You have any concerns or complaints about your insurance policy, or
  • You disagree with the outcome of an insurance claim.
  • We will do everything we can to resolve your issue or complaint as quickly as possible.

CONTACT THE CLAIMS SERVICE TEAM

Telephone: 1300 479 186
Fax: 02 9524 6566
Email: armada@au.innovation-group.com

TERMS & CONDITIONS

MAKING A COMPLAINT
Armada Underwriting values our customers and their opinions. If you are unhappy with any of our products or services, we want you to tell us so that we have the opportunity to address your concerns.

COMPLIANTS PROCESS

  • STEP 1 - CONTACT OUR OFFICE

    If you have a complaint, the first thing to do is contact our office via email armada@au.innovation-group.com telephone 1300 479 186 and speak to one of our staff members. Please provide as much information as possible about the reasons for your complaint. If our staff member is unable to resolve the matter to your satisfaction, you can speak to a manager. The manager will then provide a written response to your complaint within 15 business days provided we have all necessary information and have completed any investigation required. Where further information, assessment or investigation is required, they will agree reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.

  • STEP 2 - SEEK A REVIEW

    If the Step 1 decision does not resolve the issue, you can request a review of the decision. The review will be undertaken in most cases by a person independent to Step 1. They will investigate the claim and provide a written decision within 15 business days if all necessary information has been provided. Where further information, assessment or investigation is required, they will agree reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.

    Where a Step 2 matter relates to an International Insurance Company of Hannover SE - Australian Branch policy or claim, you should contact:

    Internal Dispute Resolution Committee
    International Insurance Company of Hannover SE – Australian Branch
    The Recentre, GPO Box 3973, NSW, 2001
    Email: ComplaintsAustralianBranch@inter-hannover.com

  • STEP 3 - SEEK AN EXTERNAL REVIEW

    If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 45 calendar days of receiving it at Step 1, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

    AFCA is an independent external dispute resolution service available to our policy holders to review insurance disputes. AFCA can advise you whether your dispute falls within their terms of reference as not all customers and disputes are covered. Your dispute must be referred to AFCA within 2 years of the date of our final decision. Determinations made by AFCA are binding upon us.

    For further details you can visit their website www.afca.org.au or contact AFCA:

    By telephone: 1800 931 678

    By email: info@afca.org.au

    By mail:
    Australian Financial Complaints Authority
    GPO Box 3,
    Melbourne VIC 3001

THE GENERAL INSURANCE CODE OF PRACTICE

Since 1 January 2022, our insurer HDI Global Specialty SE - Australia (ABN 58 129 395 544, AFSL 458776) is a signatory to the General Insurance Code of Practice (Code). The Code outlines the standards that insurers need to deliver. It lets you know what you should expect from your insurance company.

Introduced by the Insurance Council of Australia (ICA), the Code sets out the standards that general insurers must meet when providing services to their customers. It also sets out timeframes for general insurers to respond to claims, complaints and requests for information from customers.

The objectives of the Code are:

  • to commit us to high standards of service;
  • to promote better, more informed relations between us and you;
  • to maintain and promote trust and confidence in the General Insurance industry;
  • to provide fair and effective mechanisms for the resolution of complaints and disputes you make about us; and
  • to promote continuous improvement of the General Insurance industry through education and training.

The Code Governance Committee is an independent body that monitors and enforces insurers’ compliance with the Code as well as identifying areas for improvement of insurance practices and helping the general insurance industry understand and comply with the Code.

Anyone can report alleged breaches of the Code to the CGC at any time.

Further information about the Code or the Code Governance Committee and your rights under it is available at https://insurancecouncil.com.au/cop/.

Confirmation of Claim Transaction

  • Retail claims only

    As part of our claims process, customers receive updates about the progress of their claim. These updates may include information about a claim decision, paying a policy excess and settlement.

    Would you like a confirmation of your insurance claim?

    If you have lodged a claim with us for a (car, home, boat or travel) policy, you can request a confirmation of your insurance claim (a Confirmation of Claim Transaction) and we will provide it after the claim is finalised. It will confirm basic information about your finalised claim.

    How can I request a Confirmation of Claim Transaction?

    You can request a Confirmation of Claim Transaction by completing the Confirmation of Claim Transaction request form or by contacting our claims team on 1300 479 186.